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Call center survey template

Hear how each call went, from hold time to resolution

Four questions after a support call: how long the caller waited, whether the issue was resolved on the call, a rating of the person they spoke with and what would have made the call better. Usertick reads every written answer and flags the urgent ones.

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What this call center survey tells you

A call center survey asks callers about a phone call with your team once it ends. This template measures the wait before someone answered on a ruler from no wait to 20 minutes or more, whether the issue was resolved on this call, a rating of the person they spoke with and what would have made the call better. It takes about 50 seconds.

It is written for the hours after a call, at a link or by email. Usertick sends no texts and has no trigger for a finished call, so put the survey link in the message your own phone system sends after each call, or send the survey by email each day to the callers your team spoke with.

Results shows the median wait with the middle half, the share resolved on the call and the average rating with the share who rated 4 or higher, each against the period before. Select No to see how long those callers waited and what they say would have helped. Every written answer is read, filed under a theme and flagged when it is urgent.

As a linkIn an emailOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
A link or an email in the hours after a support call
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Ruler · Optional

How long did you wait before someone answered?

Why ask it
Callers judge a call partly by the wait. Their own estimate shows how the wait felt, next to the figure your phone system records.
What you learn
The median wait and the middle half, against the period before, so a few very long holds don't hide what a typical caller waited.
Make it yours
Keep it optional for callers who don't remember, and compare the median with your phone system's own hold time.
Question 2 of 4 · Yes / No

Was your issue resolved on this call?

Why ask it
Resolution on this call is what saves the caller a second call. A yes or no measures it from the caller's side.
What you learn
The share that said yes, against the period before. Select No to see those callers' wait, rating and comments.
Make it yours
On every plan, a workflow posts every No to Slack or Microsoft Teams, so someone calls the customer back the same day.
Question 3 of 4 · Stars

How would you rate the person you spoke with?

Why ask it
Rating the person shows how the call felt, apart from whether the issue could be solved on the spot.
What you learn
The average, a bar per star and the share who rated 4 or higher, against the period before.
Make it yours
To compare agents, give each one a link with a tag such as ?utm_source=agent-12; workflows and Google Sheets keep the tag with each answer, though Results doesn't split by tag.
Question 4 of 4 · Text · Optional

What would have made the call better?

Why ask it
Callers can name what slowed the call down: a phone menu that sent them to the wrong team, a transfer, a question they had to answer twice.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, and urgent answers flagged.
Make it yours
Keep it optional, and share the top themes with whoever runs your phone menu.

What the answers show

Results turns each question into numbers you can follow week by week.

How would you rate the person you spoke with?

The average rating and the share who gave 4 or 5 stars, against the period before.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Phone support rating in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Send the link the same day

    Add the survey link to the message your phone system sends after a call, while the call is still fresh.

  2. 02

    Tag each line or team

    Add ?utm_source= with the line or the team to each link, so workflows and Google Sheets know where each answer came from.

  3. 03

    Call back every No

    Give each unresolved call an owner in the inbox and call the customer back before the end of the day.

  4. 04

    Read wait and rating together

    When ratings fall, check the wait first. A drop that follows longer waits points to staffing more than to the people on the phone.

Customer supportLink and QR code surveysSupport questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportContact form follow-upCheck that messages sent through your contact form got a timely, useful reply. Send it two days after the form is submitted.
SupportLive chat ratingRate each chat conversation and see whether it solved the problem the first time. Show it when the agent closes the chat.
SupportHelp search with no resultsCatch the questions your help center can't answer yet, straight from the search box. Show it when a help search returns no results.

Frequently asked questions

Usertick sends no texts. Put the survey link in the texts your own phone or messaging system sends after a call, or send the survey by email from Usertick to each day's callers.

Usertick has no trigger for a finished call. If your phone system sends a message after each call, add the link there; otherwise send the survey by email each day to a list of that day's callers.

Keep it optional. Callers who don't remember can skip it, and a forced guess adds noise to the median.

Use one survey per team, or add a dropdown that names the team, and select an answer in Results. Link tags are kept for workflows and Google Sheets, but Results doesn't split answers by tag.

The first question is a ruler, which shows as a button in the email. Move the yes or no question about resolution to the top when you want callers to answer with one tap inside the email.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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